Enterprise Support Technician

Lensa; Burlingame (CA); On-site; USD 80,000 - 100,000; Full time

Job summary

A technology company is seeking an Enterprise Support Technician in Burlingame, CA, to provide technical support across multiple services. The ideal candidate will have a background in troubleshooting various operating systems, excellent customer service skills, and the ability to document and resolve issues efficiently. This role offers competitive compensation plus bonuses and equity.

Qualifications

• 2+ years experience in support and troubleshooting Windows and Mac OS.
• Experience with ticketing systems like Salesforce or ServiceNow.
• Familiarity with mobile devices and desktop computer setup.

Responsibilities

• Troubleshoot or escalate issues ensuring effective communication.
• Ensure high levels of customer focus and serve as the first point of contact.
• Document and close trouble tickets while growing knowledge of IT procedures.

Skills

Troubleshooting

Technical Support

Customer Service

Documentation

Job description

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Summary

The Enterprise Solutions team is seeking an Enterprise Support Technician to assist in the support of our services at one of the most critical connection points, with our internal customers. This role is reporting into the Enterprise Solutions Manager, and requires a broad and flexible skill-set for supporting a wide set of services such as incident management, AV/VC, Events, Server, Networking, technical support, that we offer across our brands of companies (Facebook, Instagram, WhatsApp, Threads and AR/VR products). Our goal is to deliver technical/non-technical support with outstanding customer service, satisfaction and timeliness.

Required Skills

Enterprise Support Technician Responsibilities:

• Troubleshoot or escalate issues as appropriate, in a timely manner ensuring clear and effective communication throughout the cycle of support, providing end-user assistance where required until the issue has been resolved.
• Ensuring the highest levels of customer focus and collaborative working for incidents and problems that are presented and escalated, as well as when necessary, being the first point of contact for end users to receive support and maintenance within the organization’s desktop computing. mobile devices and application system environment locally at the in-person Helpdesk.
• Utilize customer service skills and ensure proper recording, documentation and closure of trouble tickets as you grow your knowledge of IT procedures, products, and services.
• Provide engaging, informative, well-organized evidential feedback where required.
• Observe and comply with Meta’s policies and procedures for Health and Safety at Work. Continually promote health and safety and customer care in compliance with organizational aims and objectives.
• Available to travel to other regional Meta locations to support offices and wider Enterprise teams.
  
  

Minimum Qualifications

Minimum Qualifications:

• 2+ Years experience in support and troubleshooting Windows, Mac OS platforms (Mac OSX 14, Windows 11), including mobile devices running Apple iOS & Android mobile operating systems
• 2+ Years of experience in a technical support role in either a corporate or retail environment
• 1+ Years in supporting Linux (Ubuntu / Fedora)
• Experience with setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, and peripherals
• Experience working with various collaboration suites (Office 365 and/or Google Suite)
• Experience working with a ticketing system such as Salesforce, Asana, Remedy, ServiceNow, or equivalent
• Proficient in new product / service releases and stay on the forefront of emerging industry practices.
  
  

Preferred Qualifications

Preferred Qualifications:

• Experience with supporting Network Infrastructure
  
  

Public Compensation

$33.65/hour to $49.04/hour + bonus + equity + benefits

Industry: Internet

Equal Opportunity

Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.

Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [e-mail].

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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